Senior Desktop Support Specialist

• $100k-$110k base + super
• 75% hands-on / 25% Team Leadership
• Sydney CBD

  
About the Role

We are seeking a Senior Desktop Support Specialist to join and complement a growing IT team and take ownership of end-user computing and desktop support services across the business.

This is a hands-on senior role with additional responsibility for service quality, SLA performance, and day-to-day leadership of the desktop support function. While this role includes guiding and supporting other Desktop Support Specialists, it is not a traditional people-management or pure Team Lead role. The successful candidate will spend the majority of their time on the tools, while also acting as the escalation point and service owner for desktop support.


Key Responsibilities

Desktop & End-User Support

• Provide high-quality Level 1 / Level 2 desktop support to end users
• Troubleshoot and resolve Windows and Microsoft 365 issues (Outlook, Teams, OneDrive, SharePoint)
• Build, configure, and deploy laptops and end-user devices
• Support onboarding and offboarding of staff, including account provisioning and device setup
• Assist users with mobile devices, printers, and general IT issues
• Handle account unlocks, password resets, and access issues
• Own incidents and requests end-to-end until resolution

  
Service Ownership & Leadership

• Act as the escalation point for Desktop Support Specialists
• Provide day-to-day guidance, prioritisation, and support to the desktop support team
• Take accountability for desktop support SLA performance and service quality
• Manage ticket queues to ensure timely resolution and clear communication
• Liaise with the business during incidents and high-impact issues
• Ensure appropriate communication, updates, and follow-up with stakeholders
• Champion a customer-service-first mindset across the support function

  
Key Experience:

• Proven experience in a Desktop Support / End-User Support role (Level 2 or senior)
• Exposure to Microsoft 365 and Windows-based environments
• Prior experience acting as an escalation point or senior member of a support team is highly desirable
• Strong troubleshooting skills and a structured, inquisitive approach to problem-solving
• A customer-service-driven mindset
• High attention to detail, particularly around onboarding and repeatable processes
• Clear and professional communication skills
• Ability to prioritise effectively in a fast-moving environment

To submit your profile for consideration or for further information on this role, please click APPLY or email adam@intrinzic.com.au
  
Please note: Candidates must hold Australian Citizenship to apply for this opportunity.